🔃Reopen service

In some cases, even after the service is completed, the content may still need to be revised again. At this point, you can go tothe single-record view page, click the "Reopen" button to reopen the service.

After reopening, the system will reassign the service tothe original primary service staff memberfor review and further editing.

Why do you need to "reopen" a service

In older versions, the system allowed direct modification of completed service records. However, this approach could easily cause data confusion and also affect the accuracy of system statistics. Therefore, the new workflow changes tofirst reopening the service, then making modifications.

This design mainly serves three purposes:

1. Ensure data accuracy By reopening the service through a standard process, the actual service time can be recorded more precisely, such as SLA and service handling time, avoiding data distortion caused by direct edits.

2. Establish a clear scope of responsibility After reopening, the service returns to the primary person responsible for handling, avoiding situations where Agent A directly modifies records completed by Agent B , ensuring that responsibility and the source of records are clear.

3. Support more system features Through a standard workflow, the system can provide more extended capabilities, such as an API-based modification mechanism, making system integration and automation workflows easier to implement.

How to reopen a completed service

If you need to reopen a completed service, follow these steps:

1. Go to the service'ssingle-item view page.

2. If the service status isCompleted, a "Reopen" button will appear on the screen.

3. After clicking "Reopen," the system willclear the original completion time, and change the service status toIn Progress.

4. The service will be reassigned tothe original primary person in charge, and will appear again in theirservice desk list, making it easier to handle later.

Frequently Asked Questions

How do I contact the customer again?

When the service is marked asCompleted, the original conversation will automatically end. If you need to contact the customer again, you can click the "Contact" button in the service, which willcreate a new conversation below, making it easier to continue tracking and handling follow-up needs.

How can I tell whether a service has ever been reopened?

If you want to confirm whether a service has ever been reopened, you can check thesingle service pageand view the "event history".

In the event history, the system will use atimeline to record all important actions, including the time the service was reopened and related actions. Through these records, you can clearly understand the service process and change history.

Common scenarios

After completing a service and handing it over to someone else for editing, how should it be handled?

According to the standard process, to avoid contamination of data such as service time and handling records, before the service is completed, it should be handed over directly via "reassignment" to the person who actually handled it last to continue editing and complete the service.

It is not recommended to handle it by "completing the service first and then reopening it," because this adds extra steps and may also affect the accuracy of subsequent records and statistical data.